Game Nation’s strategic mission is to set new standards in the delivery of a community focussed and hospitality-centric entertainment experience. A programme of unannounced venue visits was meticulous in its attention to detail from kerb appeal to product knowledge. From a final shortlist of ten Deptford was named the outstanding venue earning Manager Christos Balas an all expenses paid trip for two to Las Vegas with each member of the team receiving £150 in recognition of their contribution to the venue’s success.
The team at Game Nation Deptford, south east London, has triumphed in a company-wide competition to identify the venue that’s best-in-breed when it comes to setting new standards in the delivery of a community focussed hospitality-led rewarding customer experience.
In recognition of the success Venue Manager Christos Balas received a trip for two to Las Vegas including attendance at the G2E Gaming Convention, spending money, a Vegas show, as well as an excursion to Hoover Dam and the Grand Canyon. Every team member at Deptford received £150 in recognition of their contribution to the venue’s success. Short-listed finalists who were all recognised for driving the highest standards of hospitality comprised Gosport, Boscombe, Chatham, Chelmsford, Tooting, Chinatown, Slough, Reading and Ilford.
Announcing the outcome for what will be an annual initiative Game Nation CEO Mark Jepp said: “This was about building on and measuring where we are against the strategic plan to be a hospitality-led and community focused gaming entertainment brand.
“Maintaining the highest standards, begins with the kerbside appeal because that’s where our brand starts. From there, it’s about everything customers experience inside the venue – spotless machines, welcoming surroundings, our complimentary refreshments and sweets, clean facilities and an environment that shows that we genuinely care. Retail is in the detail and it’s those details that separate great operators from simply good operators.
“You’re only as good as every member of your venue team, so we wanted to see confident product knowledge, the ability to naturally explain promotions, and, most importantly, a genuine understanding of customer welfare. Those conversations are fundamental to who we are.”
Reflecting on how far the Game Nation brand has come since he assumed the post of CEO in September 2024, Mark Jepp said: “All of the finalists exceeded my expectations. When I think back to my first venue visits, looking at the customer experience and imagining where the brand needed to be to compete, the difference today is remarkable. Over the last two-years we’ve invested heavily in our people, in our venues and in our culture. This competition was a fantastic opportunity to showcase just how far the business has come, and I couldn’t be prouder of what our teams have achieved.”
Expanding on what it means to have a positive culture Jepp noted: “Hospitality is about making people feel welcome, recognised and valued, not simply completing a transaction. When you build that human connection, it becomes much easier to talk about promotions, encourage repeat visits and, just as importantly, have meaningful conversations around customer welfare. Those relationships create trust, and trust builds loyalty.”
Operations Director Eric Howell, who was part of the judging panel identified the key characteristic that was shared by all of the finalists: “All ten of the finalists demonstrated a passion for the business and a passion to be the best in the business. They knew the judging visits were unannounced, so they created a culture where great standards were maintained every day. As a consequence, everyone understands what ‘great’ looks like.”
Confirming that the Game Nation experience compares favourably with what consumers experience with non-gaming brands Eric Howell said: “As a senior leadership team, we regularly visit other retailers to benchmark ourselves. We’re proud of where we are today and are confident that our venues stand-up very well alongside some of the best customer experiences on the high street.
“Great customer experiences exist across every retail sector and we are always looking for new ideas and better ways of doing things. Learning from other industries helps us continue raising standards and strengthening customer loyalty.”
Looking ahead to next year’s awards he predicted “If anything I think it will be even more competitive because our Venue Managers now know exactly what’s required to reach the final. The only way to get there is to create a culture of excellence every single day, and that’s exactly what we want to encourage across the business.”
A ring of confidence
Mark Jepp said… “You’re only as good as every member of your venue team, so we wanted to see confident product knowledge, the ability to naturally explain promotions, and, most importantly, a genuine understanding of customer welfare. Those conversations are fundamental to who we are…
